Lyreco Switzerland AG
Location
Marly, 57155 | France
Job description
At Lyreco we all share a common goal to strive for passion, excellence, respect and agility . We are proud to be the European leader and the third largest distributor of workplace products and services in the world
We are committed to the development of our employees and we aim to achieve that by creating a culture that inspires and empowers.
At Lyreco we all share a common goal to strive for passion, excellence, respect and agility . We are proud to be the European leader and the third largest distributor of workplace products and services in the world
We are committed to the development of our employees and we aim to achieve that by creating a culture that inspires and empowers.
Key tasks include:
Lead all phases of the Service Design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling
Ensure a smooth and consistent customer experience across all stages of the journey
Prioritise key customer needs and define use cases we should address
Define and test customer concepts, hypotheses which will lead to complete customer propositions
Design and maintain service blueprints to illustrate the relationships between internal processes, data, systems, and people at different touchpoints across the customer journey
Develop and embed a range of CX performance indicators (KPIs). Ensure that these are tracked before, during and after the program delivery
Collaborate with members of multidisciplinary teams and advocate for users and user centered service design practices
Identify, record, manage and report on the risks associated with the users
Prepare and facilitate ideation sessions
Lead user validation / Test & learn plan
Define & share best practice methodology and ways of working for use by key stakeholders within (or outside) the program
Experience and skills:
5+ years of experience at senior level within Customer Experience environment or similar field
In-depth experience with collaborating & briefing UX, POs and research Deep understanding of user research and use of insights
Can lead projects independently with limited supervision
Experience of leading all phases of the Service Design lifecycle, including user empathy, problem definition, ideation, prototyping and testing, and scaling as well as initiating, setting up and leading experiments, test & learn
Customer Experience, Customer Journey, Service Design specific qualifications and/or training essential
Deep understanding of user research & how to use insights for decision making
Fluency in English, both verbal and written and experience in working in an international environment
Creative, innovative and positive mindset
Strong vision and strategic thinking
Problem solver & owner of the initiatives they are responsible for
Excellent communication, presentation and facilitation skills with ability to interact and build credibility with stakeholders across functions
Ability to travel regularly to various central locations and local countries
Reasons to join LYRECO:
A full- time job in a dynamic, passionate, international team
Competitive salary
Benefit system
You will work in hybrid work model in Marly, Valenciennes , France
If the above job description interests you and you think you are a good fit, apply now! (CV in English). We look forward to receiving your application.
#LI-Hybrid
#LI-CC2
The Lyreco Group is the European Leader and the third largest distributor of workplace products and services in the world.
A privately owned company since 1926, Lyreco has constantly adapted to the evolutions of workplace thanks to its constant focus on excellence in customer experience , strong partnerships with renowned suppliers, and efficient logistics .
With 15 local subsidiaries and a safety expertise centre, Lyreco directly operates in 25 countries in Europe and Asia . Our network of strategic distribution partners covers 17 additional markets across the world. As a specialist of the work environment, Lyreco's expertise keeps on extending to cover all workplace needs: office supplies, furniture, IT equipment, printing solutions, personal protective equipment, hygiene, coffee and catering.
We believe in a culture that values our employees and inspires them to be the best they can be and our core values of Passion, Excellence, Respect and Agility play a key part in this.
Through a perfect blend of people, technology and our corporate social responsibility strategy, we aim to deliver a great working day for our clients & employees.
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